최신EXIN IT Service Management Foundation based on ISO/IEC 20000 - EX0-115무료샘플문제

A. Change management

B. Budgeting and accounting for services

C. Configuration management

D. Capacity management

A. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

B. to exceed expectations at all times based on solid processes followed rigidly at all times

C. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

D. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

A. That business transactions between all parties are recorded

B. That information on the performance of all suppliers can be observed and acted upon

C. That the suppliers understand their obligation to the Service Provider

D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

A. Change management has the implementation and installation task in this phase.

B. Change management plays a coordinating role in this phase.

C. Change Management draws up the Request for change (RFC) in this phase.

D. Change management must check whether the new application functions properly.

A. A Problem for which the cause and Workaround have been identified

B. A Problem that is resolved

C. A serious incident whose resolution is known

D. A Problem that cannot be matched

A. Start an internal service organization evaluation

B. Analyze and evaluate the existing situation to identify areas for improvement

C. Review the Service Management System at least annual

D. Analyze customer satisfaction and identify resulting actions